---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Insurance Operations Sr Analyst WORK SETUP: Hybrid RESPONSIBILITIES: • Team Leadership: Supervise and manage a team of 15-20 members, fostering a collaborative and high-performance work environment. • Reporting & Analytics: Prepare and update daily service delivery reports and account-specific performance summaries. • Performance Management: Ensure achievement of service level agreements (SLAs) and key operational metrics, including customer and key stakeholder measures. • Process Compliance: Oversee adherence to standard operating procedures and ensure compliance with relevant country-specific and regulatory requirements. • Customer Experience: Review and address customer complaints, identify root causes within operational control, and implement corrective action plans. • Issue Resolution: Respond to process escalations, conduct root cause analysis, and develop both corrective and preventive action strategies. • Individual Performance Monitoring: Track and ensure individual team member performance in terms of productivity, quality, and schedule adherence. • Operational Support: Provide direct assistance to claims adjusters in handling and resolving claims efficiently. • Coaching & Development: Conduct regular one-on-one coaching sessions to support continuous improvement and professional growth. • Performance Improvement: Develop and implement performance improvement plans for team members not meeting expectations. • Project Involvement: Participate in business transformation initiatives and support migration projects. OTHERS: Project Shift Schedule: Morning/Mid Shift Project Rest Day: Weekends Off Project/Team Location: Muntinlupa Axis One

SKILL AND QUALIFICATIONS: • Standard Team Lead profile • With at least 3 years’ relevant work experience in Service Delivery • At least 1 year of supervisory experience • Preferably with background in insurance and claims of at least 1

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